Technical Lead

We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as cookies used to display content tailored to your interests Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies Modify Cookie Preferences Accept All Cookies Press Tab to Move to Skip to Content Link Search Jobs Apply now Start Please wait Job Title Technical Lead - L1 Req Id 94950 City Pune State Province Maharashtra Posting Start Date 9 8 25 Wipro Limited NYSE WIT BSE 507685 NSE WIPRO is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses With over 230 000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world For additional information visit us at www wipro com Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists resolve technical escalations and develop technical capability within the Production Specialists Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record track and document all queries received problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA s defined in the contract Develop understanding of process product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks escalations as per SLA and quality requirements If unable to resolve the issues timely escalate the issues to TA SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly courteous and professional manner Offer alternative solutions to clients where appropriate with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA s Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings Triages within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features changes and updates Enroll in product specific and any other trainings per client requirements recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback NSAT ESAT 2 Team Management Productivity efficiency absenteeism 3 Capability development Triages completed Technical Test performance Mandatory Skills Mainframe Experience 5-8 Years Reinvent your world We are building a modern Wipro We are an end-to-end digital transformation partner with the boldest ambitions To realize them we need people inspired by reinvention Of yourself your career and your skills We want to see the constant evolution of our business and our industry It has always been in our DNA - as the world around us changes so do we Join a business powered by purpose and a place that empowers you to design your own reinvention Come to Wipro Realize your ambitions Applications from people with disabilities are explicitly welcome Apply now Start Please wait Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news Join Us Explore open roles that match your interests and skills If you encounter any suspicious mail advertisements or persons who offer jobs at Wipro please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications Any complaints or concerns regarding unethical unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color caste creed religion gender marital status age ethnic and national origin gender identity gender expression sexual orientation political orientation disability status protected veteran status or any other characteristic protected by law Wipro is committed to creating an accessible supportive and inclusive workplace Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis Wipro provides equal opportunities to all and values diversity 2025 Wipro Limited x Cookie Consent Manager When you visit any website it may store or retrieve information on your browser mostly in the form of cookies Because we respect your right to privacy you can choose not to allow some types of cookies However blocking some types of cookies may impact your experience of the site and the services we are able to offer Required Cookies These cookies are required to use this website and can t be turned off Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies which are all required to enable the website to function route is used for session stickiness careerSiteCompanyId is used to send the request to the correct data center JSESSIONID is placed on the visitor s device during the session so the server can identify the visitor Load balancer cookie actual cookie name may vary prevents a visitor from bouncing from one instance to another